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Rider Information | Frequently Asked Questions
Eligibility
Dial-a-Ride is available to those individuals in Livermore and Dublin (and Pleasanton before and after the hours that the Pleasanton Paratransit operates) who, because of their disability or health-related condition, cannot independently board, ride and/or disembark from an accessible fixed-route transit bus or cannot get to/from a boarding or disembarking location. All ADA eligible customers must be ADA certified by a transit agency, and be registered with Wheels before scheduling a ride. For an application, call customer service at (925) 455-7510. You may also download an ADA Application below. This file requires the Acrobat Reader, available from the Reader Download page on www.adobe.com. City of Pleasanton daytime riders should contact the City of Pleasanton Paratransit at (925) 931-5376 for registration materials and information on scheduling rides.
Comments and Complaints
Dial-A-Ride welcomes all suggestions, compliments and complaints. Contact Wheels by phone at (925) 455-7500, by mail at 1362 Rutan Court, Livermore, CA 94551, or by email by visiting the Contact page and using the Comment Card.
Any questions
or comments regarding eligibility should be sent to the Livermore Amador Valley
Transit Authority (LAVTA) Executive Director and will be reviewed by an eligibility
appeals board.
Using A Wheelchair/Mobility Device on Dial-A-Ride
Wheelchairs are required to be in
good working order with functional brakes. Drivers are not allowed to push
wheelchairs up or down inclines or over barriers. We encourage wheelchair
users to remain in their chair and wear a lap belt during loading and unloading,
as well as while riding on Dial-a-Ride. All mobility devices will be secured
to the bus by the coach operator.
All Wheels vehicles are equipped with wheelchair lifts, and all our coach operators receive special training in the boarding and securement of wheelchairs.
- Drivers cannot physically assist individuals in maneuvering their mobility devices.
- It is suggested that all wheelchairs have locking brakes.
- Wheelchair lift platforms are 30” x 48”. Our Dial-A-Ride vehicles may not be able to accommodate wheelchairs with a larger wheelbase than these dimensions.
- All mobility devices will be secured into the tie-down areas of the bus by the driver. It is the driver's responsibility to ensure that mobility devices are properly secured.
- All riders are required to use a seatbelt. Lap belts will be provided for individuals who use wheelchairs and do not have their own lap belt.
- Your mobility device should be free of bags and any other attachments that may interfere with securement of the device.
- Enjoy your ride.
Driver Responsibilities
Drivers are prohibited from lifting
and carrying customers. If a customer lives in a building where stairs cannot
be avoided, it is the customer's responsibility to have assistance available.
Drivers will assist riders up and down outside ramps where necessary. Drivers
and customers should work together to determine which loading situations appear
hazardous and notify customer service of potential problems.
Drivers are not allowed to enter
a private residence. Drivers will escort customers to and from the front
door of their residence as long as they can remain within sight of their vehicle.
Drivers may enter waiting rooms or lobbies in office and commercial establishments,
but must keep their vehicle in sight at all times. Drivers may assist with
grocery and shopping bags of reasonable weight or luggage up to two trips from
van to destination. Drivers will not park where the van cannot safely turn
around.
Attendants and Companions
One attendant/escort may
accompany a customer free-of-charge. The attendant must be picked up and
dropped off at the same location as the customer. An attendant/escort
is someone who is essential to the customer for mobility. Drivers are
not allowed to perform attendant duty functions.
A customer may also request rides
for a companion. The companion must be picked up and dropped off
at the same location as the customer. Companions must pay the same fare
as the customer. An ADA-certified individual is guaranteed space for
two companions. Customers can request trips for additional companions on
a space-available basis.
Visitor Policy
If you are a visitor to the area and have been certified as ADA-eligible by a public transit operator in another
area, you can use Dial-a-Ride for 21 days.
Customer Courtesy
For the safety and comfort of all
customers, no smoking, eating or drinking (except for medical emergency), or playing
of radios is permitted. Drivers are forbidden to accept tips or gratuities. We reserve the right to refuse service.
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